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Business Profile

Mortgage Lenders

Sierra Pacific Mortgage

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mortgage Lenders.

Complaints

This profile includes complaints for Sierra Pacific Mortgage's headquarters and its corporate-owned locations. To view all corporate locations, see

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Sierra Pacific Mortgage has 26 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/03/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Sierra Pacific Mortgage utilizes PHH Mortgage Services as its mortgage service provider. I have never submitted a late mortgage payment in the eight plus years I have had a mortgage with their organization. I am currently one month ahead on my mortgage. Sierra Pacific/PHH Mortgage Services pays my semi annual taxes and home owners insurance from my escrow account that is paid monthly through my mortgage. They currently will not pay my first property tax payment due to the City of ******** in ********. I contacted their customer service on May 16, 2025 and spoke with *****, ID Number *****. She notified me that the property tax payment would be submitted before the end of May 2025. The payment was not submitted. I called again on June 2, 2025 and spoke to Sherila, ID Number UCRC. She was unable to tell me why the property tax payment had not been submitted. She transferred me to *******, ID Number P34. He was unable to tell me why the property tax payment had not been submitted. If Sierra Pacific/PHH Mortgage refuses to pay my property tax, I would prefer they eliminate the requirement that I pay an escrow through my mortgage and just allow me to pay taxes on my own.

    • Initial Complaint

      Date:05/27/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      If I could give this company 0 stars, I would. Sierra Pacific, or PHH Mortgage or whatever their latest name is, is one of the worst companies I have ever had the displeasure of interacting with.We had a shortage in our escrow, they ran an analysis, they told us the amount. We sent a cashier's check with the exact amount on May 9th. We stayed on top of things and gave *** the ***** Tracking Number and the Cashier's Check Confirmation number. They confirmed they received it-and then accused us of not sending it in the first place-then hinted at basically losing it. It's May 27th and not one person has been able to help us solve the issue. They have bounced us between various departments all spilling vague answers and becoming irritated with us when we ask about the money-leading us to believe that they are doing something shady with our checks!!

    • Initial Complaint

      Date:07/22/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Started the process of a loan assumption September 2023, the company cashed the check for pre-clearance in October 2023. Since then, we started contacting the company around January, just simply asking for an update. Every single phone call is met with someone saying they will have someone from the assumptions office contact us and it's now been 7 months of phone calls with no resolution. Now, the company is transferring the loan to another servicer in two weeks. If they do that, they are keeping the application money and they process will have to restart.

      Business Response

      Date: 08/02/2024

      Hello,

      I apologize for the delay, this is a VA loan, and the non-veteran is wanting to assume the loan. Unfortunately, this VA loan is not assumable, and we have asked for an official letter from the servicer of the loan to provide to the client, and also refund them the fee. we will upload the letter as soon as we receive it.

    • Initial Complaint

      Date:06/20/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I scheduled a consultation with ***** (of Sierra Pacific) for a possible addition to my electric solar panels. He was supposed to come out June 17 between 8 and 10 A.M. I called Sierra Pacific at 9:55 A.M. to check his ETA. The scheduler said he was running late and would be at my house between 10 A.M. and 1 P.M. I came home from my vacation 1 day early to be available for our scheduled appointment. I expressed my disappointment that I wasn't called and asked to speak with a manager. After waiting on hold, the scheduler returned to the phone and advised me that a manager would call me shortly. I even expressed my concern that I would not receive that call and the scheduler reassured me that I would. Unfortunately, I have not received a call from any manager. With cell phone availability, I am extremely frustrated and disappointed with the lack of regard for my time. There isn't any excuse for this lack of consideration.

      Business Response

      Date: 06/21/2024

      Hello,

      We have received this notification however, unable to locate a file under this name or address, please provide a loan number so we can investigate further. Thank you. 

      Customer Answer

      Date: 06/21/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

    • Initial Complaint

      Date:08/16/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Since July 5th 2022 I have been following their process to remove the *** from my mortgage by paying them to obtain a ***. A *** will show my LTV is between 50% and 60% according to Open Door and Zillow. Their required LTV to remove *** is 75% or less. I called and requested the *** per their instruction. They charged me the wrong amount for the *** over the phone. They sent me a refund check with no explanation. I called them last week on August 10th so then they escalated the issue. No one called me back. I called them again today August 15th and was given no alternative but to wait for the call from the escalation from upper management. Meanwhile they continue to collect $307 per month in *** that should be removed.They want me to give up trying. I will not.Please assist with moving this forward so I no longer need to throw away $307 a month. Thank you.

      Business Response

      Date: 08/16/2022

      Hello, Sierra Pacific Mortgage ****** has received the attached complaint and is actively researching the issue with our sub-servicer ********** we will provide a formal response as soon as we have the data.

      Business Response

      Date: 08/25/2022

      Please see the attached response letter to this complaint and let us know if any questions,

    Sierra Pacific Mortgage is NOT a BBB Accredited Business.

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